Adapt to customer demands, quickly and efficiently deal with service issues, and reduce customer churn.
Telecommunications
Mobile customers saw average wait times of 2 mins 7 secs (up from 1 minute 18 seconds the previous year (Ofcom)
The cost of acquiring new customers is up to 25 times higher than the cost of retaining them (Database Marketing Institute)
Only half of broadband (52%) and mobile (57%) customers are satisfied with how their complaints are handled (Ofcom)
Telecommunications has historically experienced an average churn rate of 30% to 35% (IGI Global)
Your customers want to talk to you on their favourite channels. Make sure they can by using CM.com's mobile messaging channels.
Customers are empowered by digital technology. They expect personalised communications, offers, and services - based on their usage and contract. Customer experience is key to reduce churn rates. Companies that can meet these needs thrive.
Wireless communications is a fast-growing sector within telecommunications; more and more communications are shifting to mobile devices. Companies need to meet customer expectations and their demand for quick, reliable service.
High competition, innovative new companies, and the rising need for sustainability demand changes in telecommunications equipment. Larger companies dealing with equipment need to ensure clear communication with clients and external suppliers.
Let customers decide how, when, and where they contact you with an AI chatbot
Personalise comms based on customers' preferences, usage, and contracts
Reach your customers on their preferred messaging channels including WhatsApp
Streamline all conversations to increase quality with one omnichannel inbox
Leave no question unanswered and keep loyal customers happy and engaged
More than ever, customers expect answers fast, anytime, anywhere. In particular, digitally-native consumers value self-service solutions and the ability to source information and solve problems themselves. Our Conversational AI Cloud platform empowers customers with all the information they need — from how to renew their account, to typical internet speeds, and the discounts they’re entitled to via automation.
Conversational AI CloudOmnichannel customer engagement solution for businesses that want to start conversations with people, not profiles.
All-in-one customer service software to deliver superior experiences, engage customers, and increase customer happiness.
Deliver exceptional customer experience and self-service with our Conversational AI Cloud.
We'd love to help your business realise the power of conversational commerce. Click the link below to speak to our sales team and schedule a demo.
You've been sending SMS messages to your customers for years. Delivery rates are high, they work on every phone, and your customers are familiar with the channel. SMS does exactly what it's supposed to do. But that's also the problem: SMS delivers messages, it doesn't start conversations.
Does your business depend on high-volume email communication? Then you want that infrastructure to be reliable and fast. When it comes to sending millions of messages, you need performance, uptime, and control at scale. And of course, you don't want to break the bank either. We have just the thing for you: the Email Gateway API.
Customer service teams are used to precise analytics. Average handle time, first contact resolution, CSAT scores, numbers that are clean, comparable, and easy to report on. AI agents change that dynamic in a fundamental way.
The customers who call are not a random sample of your customer base. They tried the FAQs. They sent a message. They waited, or they did not bother, because what they need to say is too complicated, too urgent, or too important to type. By the time they pick up the phone, they are already a little frustrated and already invested in getting an answer. The next three minutes will shape how they feel about your business more than any chat ever could. That is who voice AI is talking to. And most voice AI is not built with that person in mind.
WhatsApp is rolling out one of its most-requested privacy features: usernames. Starting June 2026, your customers will be able to hide their phone number when messaging your business, and that change has real implications for how you identify customers, run campaigns, and structure your data.
A contemplation on CM.com in the era of AI agents.
Just when you think you’ve cracked it, the world of events spins on its axis again. Algorithms change, marketing tactics become overused so as to lose their effectiveness, and new tech comes to the market bringing with it a glut of opportunities. The choice is clear: adapt or fall behind. Instead of doing the obligatory five event trends to look out for in 2025 yawn-fest, we’re giving you 25 of-the-moment tactics for growing your event. Each has been crowd-sourced from the CM Live team, who spend their days talking to promoters and making sense of the new trends and technology that emerge. Keep an eye on 3, 7 and 15 in particular.
AI agents are your virtual helpers. Digital employees designed to perform specific tasks within an Agentic AI framework. What type of tasks? Pretty much anything you can think of: Analysing data, writing emails, automating cancel or renewal processes, creating tickets, and so on and on and on. But how do you create these AI agents? Let us show you how.
Your contact page is the ultimate business card for your customer service team, providing a direct connection to agents when needed. It plays a crucial part in the customer experience and offers your business a chance to enhance the user journey from the start or to resolve any issues that may occur. But how? These pages need to be well-designed, easy to use and informative. In this blog, Customer Success Manager Simone Dierdorp explores eight steps to improve your customer service contact page.
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